Senior Director of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of retention outcomes, holding full responsibility for GRR and NRR across enterprise, mid-market, and SMB clients.

• Develop and oversee the forecasting cadence and retention strategy.

• Manage a post-sale team consisting of 12 CSMs, 1 CS manager, and 2 support agents.

• Mentor managers, create career development paths, and handle open hiring at the management level.

• Maintain executive relationships with key customers.

• Implement weekly and monthly operational cadences, which include portfolio assessments, call coaching, QBRs, and onboarding execution.

• Drive cross-functional collaboration with Sales for account planning and handoffs, with Product for escalations and feature suggestions, and with Finance for renewals and forecasting.

• Enhance coverage models, tools, and AI-driven workflows to accelerate revenue management growth faster than headcount increases.

• Report directly to the Chief Revenue Officer (CRO).

⛳️ Requirements

• A minimum of 8 years in Customer Success, including over 4 years in leadership roles within CS teams at B2B SaaS organizations.

• Proven experience in managing managers and operating a multi-segment CS organization.

• Direct accountability for a retention metric at a company with an ARR between $10M and $50M.

• Demonstrated history of establishing repeatable processes, such as operational cadences, forecast management, onboarding, and QBR initiatives.

• Strong executive presence to facilitate call reviews and present retention strategies to the board of directors.

• A high-ownership mindset with a commitment to accountability for results from day one.

• Experience in the construction industry or vertical SaaS is a plus.

🏝️ Benefits

• Opportunity to work with a new product category that has already achieved product-market fit.

• Flexible remote work schedule.

• Regular interaction with executives.

• Competitive salary aligned with market rates for a Series B company.

• Subsidized healthcare, vision, and dental coverage.

• Early equity opportunities!